Split Aces Casino - Player is dissatisfied with overall casino experience.

They gave me the welcome bonus, I managed to release approximately € 100 + € 56 of real balance, but they told me that I could never get those € 100 ....? so I stayed

I tried to get those € 56, automatically they took away that € 100 of bonus, they denied me the refund, they ask for a minimum of € 100, ok, I kept playing with those € 56, I reached € 100, I tried to make the refund, they denied me again

They left me a balance of € 40, (what I had entered) because I had violated the rule of 30% bet on income

I went back to play, I have 100 € to take out again, I am waiting for them to ask me for verification.

I already give up those € 40 that I entered, I would never have done if I had read, the criticism about this casino. I hope that one day their license will be taken away

Congratulations on the web

Dear Miguel,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand it correctly that the casino has given you a bonus that they revoked afterwards? Have you been accused of placing a single bet greater than 30% of your deposit while playing without an active bonus? Are there any funds being held by the casino? Additionally, please forward any relevant communication between you and the casino to petronela.k@casino.guru. I understand that it might seem like a lot of questions, but I would like to understand your problem as accurately as possible. Thank you very much in advance for your reply.

Best regards,

Petronela

Dear Miguel,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Good morning, sorry for the delay.

In response to the first question, yes, they gave me a welcome bonus, that once the rollver was played, once it was released and confirmed by the chat, the balance appears between real money and bonus money, and that I could never withdraw the bonus balance

So I tried to withdraw at least the real balance (they were still earnings, I had entered € 20)

Automatically the bonus balance was canceled (I don't care, I want my money)

This withdrawal was denied for not reaching the minimum of € 100, I kept playing and if I made black jack bets of up to € 30, I reached the balance of € 100 (enter another € 20, to complete)

They denied me again, for exceeding the maximum bet of 30%, they referred me to their terms and conditions, where if this condition appears, something that I had not seen in any casino, they left me a balance of € 40, which until the moment had entered

I have returned to have a balance of € 100, I made the withdrawal on April 10, today April 21 I consulted in the chat, I have been told that the withdrawal is approved and pending payment

If they pay me, I'm already satisfied, I just want to make my complaint public with this casino

Thank you very much for your attention, now I take into account the opinions of this website, about the different casinos

Thank you very much Miguel for providing all the necessary information. I will now transfer your complaint to my colleague Juli who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Miguel, 
Would you be so kind and send us a screenshot of your conversation or forward to us the email from Split Aces Casino support, please? Is it possible for you to see your game history? Screenshot of it could be helpful. If you do not have this option, you can try to ask the Split Aces Casino support to send it to you. 

I have already received the withdrawal, now I can not enter the web, it gives me an error, I can only do it with VPN

At least I have received the money, and I have had profits ... I just wanted to record my complaint and its bad policy

Thanks for all the inconvenience

I will follow them, as an essential guide to casinos

That's great news, congratulations! You are very welcome. Thank you for using the Casino Guru complaint resolution center. We will now close the complaint as 'resolved' in our system. Should you need any further help, feel free to contact us.